FAQ

FREQUENTLY ASKED QUESTIONS

PURCHASING ONLINE

What forms of payment do you accept?

We accept VISA, MasterCard, American Express, and Discover. We also accept payments made through Paypal.

Will sales tax be charged?

Sales tax will be assessed on purchases shipped to New York State only. 

SHIPPING AND RECEIVING

How can I track my order?

Domestic and international orders sent to residential and commercial addresses may be tracked by logging into your account. After logging into your account, locate your most recent order and click ‘View Order’. Once you are in the order, click on the ‘Shipments’ tab. From the ‘Shipments’ tab, click on the tracking number to view the most up-to-date tracking details for your shipment. Alternatively, you may click on the tracking link from your ‘Shipment Confirmation’ email.  Please allow up to 24 hours for tracking information to register in the UPS system. Orders sent to PO Boxes or to APO/FPOs are sent via United States Postal Service.

DELIVERY SCHEDULE (Domestic Only)

DELIVERY OPTIONS

DELIVERY COST

C&C PROCESSING TIME

CARRIER DELIVERY TIME

TOTAL DELIVERY TIME

UPS Ground 

(48 contiguous states)

Orders under $50 - $9.95

Orders over $150 - FREE

SHIPPING

 

1 - 2 business days

East Coast: 1 - 3 business days 
West Coast: 4 - 5 business days 
See Map Below

1 - 7 business days

UPS Ground (AK,HI,PR)

$19.95

1 – 2 business days

AK: 4-5 days

HI: 5-6 days

PR: 5-6 days

Variable

UPS 3 Day (not available for AK,HI,PR)

$15.95

1 - 2 business days

1 - 3 business days

3 - 5 business days

UPS 2 Day Air

$17.95

1 - 2 business days

2 business days

3 - 5 business days

UPS Next Day Air Saver (not available for AK,HI,PR)

$29.95

1 - 2 business days

1 business day

2 - 3 business days

USPS Priority (APO/FPOs and P.O. Boxes only)

$9.50

1 - 2 business days

2 - 3 business days (including Saturday)

3 - 5 business days

 

Below are the estimated UPS ground business days in transit:

 

When will my order ship?

Orders received for in-stock items ship within 24 to 72 hours. All domestic orders are sent via UPS unless a PO BOX or APO/FPO has been specified, in which case items are sent USPS. Overnight orders must be received by 12 PM EST to be sent out the same day, excluding holidays and weekends. Orders received after 12PM EST Thursday will be delivered the following Monday, excluding holidays. Orders received after 12 PM EST will be processed the following business day, excluding holidays. We do not ship Saturday delivery. Please note that these processing and shipping provisions are only general guidelines. Charm & Chain is not responsible for shipping carrier delays and cannot ensure that the time frames noted above will be met.

Do you ship internationally?

Yes, we currently ship to the countries listed below. We require a valid street address (P.O. Box addresses cannot be accepted) and a telephone number for your order. Based on the rules and regulations of the destination country, some international orders may require several weeks for processing. Please be advised that Charm & Chain is not responsible for any additional duties, taxes, or other shipping related fees that may be charged by your specific locality. We recommend that all customers shipping internationally investigate such fees prior to completing a purchase with us.

WE SHIP TO THE FOLLOWING INTERNATIONAL COUNTRIES:

Albania

Bulgaria

Finland

Jamaica

Mongolia

Romania

Tanzania

Andorra

Cambodia

France

Japan

Montenegro

Saint Kitts and Nevis

Thailand

Anguilla

Canada

French Guiana

Jordan

Montserrat

Saint Lucia

Timor Leste

Antigua and Barbuda

Cape Verde Islands

French Polynesia

Kazakhstan

Morocco

Saint Vincent and the Grenadines

Tonga

Aruba

Cayman Islands

Georgia

Kenya

Mozambique

Samoa

Trinidad and Tobago

Australia

Chile

Germany

Kuwait

Namibia

San Marino

Turks and Caicos Islands

Austria

China

Gibraltar

Laos

Nepal

Sao Tome + Principe

Tuvalu

Azerbaijan

Colombia

Greece

Latvia

Netherlands

Saudi Arabia

U.S. Virgin Islands

Bahamas

Comoros Islands

Greenland

Lebanon

Netherlands Antilles

Serbia

Ukraine

Bahrain

Cook Islands

Grenada

Lesotho

New Caledonia

Seychelles

United Arab Emirates

Bangladesh

Costa Rica - San José

Guadeloupe

Liechtenstein

New Zealand

Singapore

United Kingdom

Barbados

Croatia

Guam

Lithuania

Nicaragua

Slovakia

United Kingdom - Guernsey

Belarus

Cyprus

Guatemala

Luxembourg

Norway

Slovenia

United Kingdom - Jersey

Belgium

Czech Republic

Guyana

Macau

Oman

Solomon Islands

Uruguay

Belize

Denmark

Honduras

Macedonia

Panama

South Africa

Vanuatu

Bermuda

Dominica

Hong Kong

Madagascar

Papau New Guinea

South Korea

Venezuela

Bhutan

Dominican Republic

Hungary

Maldives

Paraguay

Spain

Yemen

Bolivia

Ecuador

Iceland

Malta

Peru

Spain - Canary Islands

 

Bosnia-Herzegovina

El Salvador

India

Martinique

Philippines

Suriname

 

Botswana

Estonia

Indonesia

Mauritius

Poland

Swaziland

 

Brazil

Falkland Islands

Ireland

Mexico

Portugal

Sweden

 

British Virgin Islands

Faroe Islands

Israel

Moldova

Puerto Rico

Switzerland

 

Brunei

Fiji

Italy

Monaco

Qatar

Taiwan ROC

 


What does international shipping and handling cost?

DHL International: $45.00, DHL International to Canada: $35.00.

Do I need to sign for my package?

As an added security measure, Charm & Chain requires a signature for all US deliveries for orders of $1,000 USD or more.  However, it is at the discretion of the delivery service provider to require that the signature be made in-person for any delivery.  

What if my package is unclaimed or I forget to include a completed return form? 

On rare occasions, packages are returned to us as undeliverable. 

A package is deemed undeliverable for one of the following reasons: 

  • Incorrect or incomplete address 
  • Non-deliverable address: addresses that do not or cannot accept mail 
  • Three (3) failed delivery attempts 
  • Recipient did not pay taxes, duties, customs fees or related charges 
  • Unclaimed by recipient 
  • Refused by recipient 

Arrangements for re-delivery for domestic orders may be made upon a recipient's request; however, any shipping and handling fees associated with re-delivery must be paid by the recipient. Customers will receive an Unclaimed/Unmarked Order notification via e-mail within five (5) days of our receipt of an unmarked return package. Ten (10) business days after an Unclaimed/Unmarked Order notification, a 20% restocking fee will be assessed. Thirty (30) business days after an Unclaimed/Unmarked Order notification, an unclaimed or unmarked order will not be re-delivered and will not be eligible for any form or refund or credit. 

International packages that are refused or unclaimed by the recipient for any reason are not eligible for refund and the package will be abandoned by C&C.  

RETURNS

What is your return policy?

Our complete return policy may be found here. We accept returns within fifteen (15) days of delivery to you.  Please complete the Return Form on the reverse side of your packing slip.  All returns MUST have this Return Form enclosed.  If you need an additional form, please email returns@charmandchain.com to receive a Return Form before you send your return.  A pre-paid shipping label has been included in your package for your convenience (US customers only, not including AK, HI & PR).  If used, a flat fee of $9.50 will be deducted from your order refund/credit for return postage.  Pre-paid shipping labels are not included with made-to-order or final sale items. Items purchased on sale(excluding final sale), or specified as Vintage or One of a Kind, are returnable for store credit only. Merchandise without original tags intact is non-returnable.  Returns will be processed in 7-10 business days.

 

GIFTS

Do you offer gift wrapping?

Yes, our gift wrapping costs $5. During check out, you will see the option for gift wrap.  Please select the items you would like to have gift wrapped and please type the text for your gift message in the box below.  If you select gift wrap, we will package your order in a Charm & Chain gift box with a ribbon, along with a gift receipt that does not disclose the price of the items you purchased and your gift note.

Can I send a friend or family member a gift card to your site?

Absolutely! Select the “Gift Card” link along the bottom of the site and you can choose to send a C&C Gift Card in our signature C&C gift box or you can choose to send a C&C E-Gift Card to the recipient’s email address. C&C E-Gift Cards are perfect for a last minute gift. We will send out the selected gift card and the recipient may use the card to purchase whatever they like! 

I received a gift and I want to exchange it for something else. What do I do?

To make an exchange, email returns@charmandchain.com with the item code and the order number (found on your packing slip) along with a note that you would like to make an exchange. We will send you a return form to send the item back to us. Please mark that you would like "Store Credit" on this form.  Upon receipt of the item, we will create and send to you a store credit that you can apply towards the purchase of any other item on the site.

OTHER COMMON QUESTIONS

Can I apply two promotional codes to one order?

We only allow one promo code per order.

Can I apply a gift card and a promotional code to one order?

Yes, please enter your gift card code and promo code in the respective boxes at checkout.

Can I apply a promotional code to my store credit?

Yes.  At checkout you will have the option to apply your store credit to your order as part of your payment.  To apply the promo code, please enter the promo code in the box at checkout. 

Do you have a store location that I can visit?

Our merchandise is sold only online. Sign up for our mailing list or check the Charm & Chain Blog to find out about in-person events. 

Where is the Charm & Chain office located? 

Charm & Chain is located New York City.

How can I be sure that the jewelry I purchase is "real"?

Many pieces we carry bear a signature mark or designer stamp, others do not. Due to modifications in production processes, designers will from time to time discontinue the use of such identifying marks even if they had been used previously in the design of the same piece of jewelry. In other cases, the nature of the various materials used in construction allows for branding on some, but not all, of an individual designer’s pieces. Nevertheless, all merchandise sold by Charm & Chain is sourced directly from the designer and is 100% authentic.

Do you sell wholesale?

Charm & Chain sells exclusively retail merchandise.

I am a jewelry designer and would like Charm & Chain to consider selling my designs. Whom do I contact?

Email us at designers@charmandchain.com with information and images or line sheets of your designs for our consideration. Due to the large amount of interest, we have to make careful selections and unfortunately cannot carry the work of every designer who expresses interest.  

Will items that are sold out be re-stocked?

This varies by item. Many items are temporarily listed sold out when on back order, while others may be marked as sold out until they are removed from the site. Please click ‘Email when back in stock’ on the product page and we will contact you when the item is available again for purchase

I need advice on a gift or a piece for an upcoming special event. Can you help?

Yes! Submit a personal shopper inquiry (click on ‘Shop Guide’ on the homepage and then select ‘Personal Shopper’) with some basic guidelines about what you’re looking for and we will offer some suggestions. We will do our best to provide a prompt response, however we do reply by urgency of need. There is no cost for personal shopper services.

 

STILL HAVE MORE QUESTIONS?

Just email us at info@charmandchain.com or call toll free 1 (877) 376-1829 M-F, 10-6pm EST.


© 2014 Charm and Chain